The importance of having a care script within the dental office

I often classify the time of consultation as one of the most important in the flow of care and unfortunately it is very common to see professionals who are not adequately prepared to do it or do it very intuitively.

Following a logical sequence in the consultation can make a difference and build patient loyalty.

Understand better through these steps:

Tell the patient that in order for him to understand planning he should understand the problems and their causes a little: give general explanations about the problems and in these explanations try to highlight the importance of a good diagnosis, good planning, patient participation and of relativity of success.

More important than what to explain is how the explanation is provided: patients want to see their effort in the explanation as well as their passion for what they do (trust, confidence, and empathy). So use the visuals you have (whiteboards, PowerPoint files, videos, etc.)

- Explain the problems detected, how they are and how they may interfere with the patient's general health: try to highlight the harm that these problems can bring to the patient's personal, professional and social life.

- Talk to the patient about treatment goals: Show them that '' what to do '' is related to the goal of planning, and this to the client's purchasing power.

- Give investment forecasts: This moment is important to understand if your proposals are within what he expects and can. Adapt the possibilities.

- Demonstrate the advantages and disadvantages for each procedure: if you have a better solution, lead the patient with your argument.

- Explain to the patient the treatment steps: At this time, try to sell what the patient wants to buy in terms of comfort, safety, speed, etc.

- Talk about the benefits: highlight the benefits, not the procedures.

- Make sure you understand and make yourself available.

 With these steps, I believe your appointments will be enlightening and your chances of closing a treatment have also increased. We have already spoken in this column about the importance of providing a patient experience and it is always worth taking a look at these articles, always aiming for a care that is complete and integrated.

Let's practice?

Marinho Pinheiro Teixeira: Dental Surgeon - Unicid; MBA in Health Management and Marketing - São Leopoldo Mandic; Training of Dental Auditors - Fundecto; General Coordinator of the Management Center and partner of Altera - Service Intelligence Center.

Source: Implant News Prótese News. Available at: http://www.inpn.com.br/Materia/OdontologiaNegocios/132601. Access on: 11/21/2019.